A recent survey of 5,000 consumers confirms that customers may abandon a company following a bad experience, but they are less likely to abandon a retailer or Internet service provider, according to ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

For years marketers have suspected that the saying customer is king isn’t always a good principle for running a business. As competition in many markets intensifies, winners will be companies who ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Julie Casteel is the Chief Strategic Accounts Officer & CMO at ibex, a global provider of BPO and customer engagement technology solutions. Brands wield immense power to either delight or disappoint ...

Customer reviews and ratings play a key role in the customer journey, with as many as 98% relying on them to inform their purchasing decisions. When you know that your products and services are of ...

As online review trends increasingly shape consumer conduct, businesses must take the initiative in addressing the root causes to build trust and win repeat customers. Customers have more power than ...

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Is your customer service stellar most of the time, until it falls apart when confronted with an angry, upset, or disappointed customer? If so, it’s because you don’t have an effective service recovery ...

There is no denying times have been tough for small and medium-sized businesses, and 2025 is not looking that much better. And while consumer confidence has inched up, it’s still below the long-term ...